GSA contract number GS-35F-0886N for ITIL Help Desk and Service Management Solutions  

HEAT^® Plus Knowledge

Information You Need, When You Need It

HEAT Plus Knowledge provides your IT help desk agents easy access to answers and solutions, and tools for updating and sharing information. HEAT Plus Knowledge improves customer satisfaction and lowers overall costs, as knowledge is captured and reapplied efficiently many times over.

By adding Right Answers Knowledge-Paks^®—the world's first and largest IT support knowledge base—your technicians and end users can access hundreds of thousands of problem—resolutions. Knowledge-Pak titles cover virtually every popular business application from vendors such as Microsoft, Netscape, Novell, Corel, Lotus, Adobe, and Symantec.

What’s Inside

• Easy content access — Store documents in their native format and search for nearly any document type regardless of format, structure, or location
  
   
• Cataloged data — Avoid costly escalations by finding and delivering data when needed
  
   
• Information sharing — Remove barriers to collaboration by providing your organization's IT help desk agents document searching, storage, indexing, reporting, and authoring capabilities
  
   
• Improved customer support — Answer the inquiry correctly the first time and allowcustomers to search for information and solutions, efficiently helping themselves

• Increase efficiency via integration — Capture all information in HEAT Service and Support for reuse

 System Requirements


Environment
Operating System
Workstation